IT Services Specialist - Collaboration Environment
Apply NowCompany: SkyAlyne
Location: Ottawa, ON K1A 0A5
Description:
Job Title: IT Services Specialist (Collaboration Environment)
Position Reports To: Manager, FAcT IM&T Service Delivery
Job Location: Ottawa - Hybrid
Salary: $80,000 - $95,000CAD
About SkyAlyne
SkyAlyne is a team of defence, training, simulation, and aviation industry experts assembled from across Canada, working to prepare the next generation of RCAF Pilots and Aircrew as the Future Aircrew Training (FAcT) program provider for the Royal Canadian Air Force (RCAF). SkyAlyne was formed in 2018 as a partnership between CAE and KF Aerospace, two Canadian aviation, training, and defence leaders. The partnership was built to jointly answer the call for the Government of Canada's FAcT program. In 2023 SkyAlyne was named the preferred bidder, and in 2024, was officially contracted to partner with the RCAF and deliver the FAcT program. We are now building a new team to deliver the FAcT program.
The scope of the FAcT program includes all training and in-service support requirements needed to prepare Pilots, Air Combat Systems Officers, and Airborne Electronic Sensor Operators to meet the future aerospace requirements of the RCAF. The FAcT program is overseen from a Joint Management Office at SkyAlyne's Ottawa headquarters in Kanata, with three operational bases: Moose Jaw, SK, Southport, MB, and Winnipeg, MB.
In collaboration with the Government of Canada and several major Canadian subcontractors, Team SkyAlyne will provide live-flying, simulator and classroom-based training, facilities construction and management, information management and information technology support, site support services, aircraft maintenance and much more.
SkyAlyne offers competitive compensation and benefits and believes strongly in a safe, diverse, equitable, inclusive, and environmentally friendly workplace.
Job Overview
The IT Service Specialist is the subject matter expert for the Collaboration Environment and will be responsible for managing and overseeing customer technical issues. This position serves as the primary point of contact for end-users, offering technical support with a focus on customer service and efficient IT issue resolution. The IT Service Specialist will ensure outstanding technical service and support is provided to their customer base. The responsibilities for this role will focus on maintaining system integrity, responding to incidents and enhancing overall IT services. This role plays a key part in SkyAlyne's FAcT Program mission with regards to IM&T excellence.
Duties and Responsibilities
Qualifications and Experience
What We Offer
At SkyAlyne, we are dedicated to building a team that reflects the rich tapestry of our society. Diversity is not just a goal; it's our strength. We welcome candidates of all genders, races, ethnicities, sexual orientations, religions, abilities, and backgrounds to join us in creating a workplace where everyone feels valued, respected, and empowered to thrive.
We especially recognize the unique perspectives and contributions that women and Indigenous persons bring to the table, and we actively encourage individuals from these communities to apply for this position. Indigenous candidates are especially encouraged to send a copy of their application to Indigenous.Recruitment@SkyAlyne.ca.
Come be a part of our inclusive community and help us shape a brighter future for all.
If you are contacted as part of our selection process, we encourage you to notify us of any adaptive measures or accessibility needs and we will make every effort to accommodate these
Position Reports To: Manager, FAcT IM&T Service Delivery
Job Location: Ottawa - Hybrid
Salary: $80,000 - $95,000CAD
About SkyAlyne
SkyAlyne is a team of defence, training, simulation, and aviation industry experts assembled from across Canada, working to prepare the next generation of RCAF Pilots and Aircrew as the Future Aircrew Training (FAcT) program provider for the Royal Canadian Air Force (RCAF). SkyAlyne was formed in 2018 as a partnership between CAE and KF Aerospace, two Canadian aviation, training, and defence leaders. The partnership was built to jointly answer the call for the Government of Canada's FAcT program. In 2023 SkyAlyne was named the preferred bidder, and in 2024, was officially contracted to partner with the RCAF and deliver the FAcT program. We are now building a new team to deliver the FAcT program.
The scope of the FAcT program includes all training and in-service support requirements needed to prepare Pilots, Air Combat Systems Officers, and Airborne Electronic Sensor Operators to meet the future aerospace requirements of the RCAF. The FAcT program is overseen from a Joint Management Office at SkyAlyne's Ottawa headquarters in Kanata, with three operational bases: Moose Jaw, SK, Southport, MB, and Winnipeg, MB.
In collaboration with the Government of Canada and several major Canadian subcontractors, Team SkyAlyne will provide live-flying, simulator and classroom-based training, facilities construction and management, information management and information technology support, site support services, aircraft maintenance and much more.
SkyAlyne offers competitive compensation and benefits and believes strongly in a safe, diverse, equitable, inclusive, and environmentally friendly workplace.
Job Overview
The IT Service Specialist is the subject matter expert for the Collaboration Environment and will be responsible for managing and overseeing customer technical issues. This position serves as the primary point of contact for end-users, offering technical support with a focus on customer service and efficient IT issue resolution. The IT Service Specialist will ensure outstanding technical service and support is provided to their customer base. The responsibilities for this role will focus on maintaining system integrity, responding to incidents and enhancing overall IT services. This role plays a key part in SkyAlyne's FAcT Program mission with regards to IM&T excellence.
Duties and Responsibilities
- Provide expert support for all incidents with a goal of reducing or minimizing threats and vulnerabilities.
- Triage and fulfill all technology related requests within defined SLAs.
- Perform and/or coordinate troubleshooting, diagnostics, repairs, and maintain updates and patching on the products or services they support.
- Coordinate the response to major IT incidents in collaboration with cross-functional teams to minimize impact on end users and business operations.
- Support with identifying underlying issues to prevent recurring incidents.
- Document the customer interactions and report any recurring or unresolved problems to the management or the technical team.
- Respond to customer inquiries, complaints, and feedback through various channels, such as phone, email, chat, or social media.
- Listen to the customer's needs, identify the issue, and offer solutions or alternatives.
- Other duties as assigned.
Qualifications and Experience
- Bachelor in IT or Computer Science.
- Minimum of 5 years in a similar role that focuses on Service Delivery.
- Experience working in collaborative software such as SharePoint, Service Now, Azure, and other, would be an asset.
- Excellent communication skills.
- Strong analytical and problem-solving skills.
- Strong interpersonal skills and be customer service oriented.
- Experience in the Defence and Aerospace industries would be an asset.
- Be able to hold a Government of Canada Security Clearance (Secret level) and Controlled Goods Clearance.
- Eligible to work in Canada.
- Strong oral and written English language capabilities.
- Fluency in French would be an asset.
What We Offer
- A competitive compensation mode.
- Extended health and dental benefits.
- Short and long-term disability coverage.
- Paid vacation.
- Pension matching plan.
- Employee and family assistance program
At SkyAlyne, we are dedicated to building a team that reflects the rich tapestry of our society. Diversity is not just a goal; it's our strength. We welcome candidates of all genders, races, ethnicities, sexual orientations, religions, abilities, and backgrounds to join us in creating a workplace where everyone feels valued, respected, and empowered to thrive.
We especially recognize the unique perspectives and contributions that women and Indigenous persons bring to the table, and we actively encourage individuals from these communities to apply for this position. Indigenous candidates are especially encouraged to send a copy of their application to Indigenous.Recruitment@SkyAlyne.ca.
Come be a part of our inclusive community and help us shape a brighter future for all.
If you are contacted as part of our selection process, we encourage you to notify us of any adaptive measures or accessibility needs and we will make every effort to accommodate these